Operations Support Associate

Summary

Join Imagen Technologies, a high-growth healthcare startup, as an Operations Support Associate! This remote position offers a Friday-Monday schedule with an initial 8-week remote training period. You will be the primary point of contact for clients and clinicians, providing excellent customer service via phone, email, and chat. Responsibilities include troubleshooting imaging services, managing inquiries, and ensuring efficient workflows. The ideal candidate possesses strong communication skills, healthcare experience, and technical aptitude. Imagen offers competitive hourly rates, overtime, and benefits.

Requirements

• Associate’s degree and 1+ years of experience in a radiology support role, or a High School Diploma/GED and 3+ years of experience in a healthcare or radiology support role
• Excellent verbal and written communication and documentation skills
• Excellent IT support and computer skills; capable of toggling between multiple programs simultaneously and providing basic support functions to end users
• Organized with high attention to detail

Responsibilities

• Provide day-to-day support for Imagen’s clients and clinicians
• Triage calls, email and chat messages from all customer facilities as well as internal clinicians
• Monitor the PACS system and other clinical applications for operational SLA targets
• Resolve image exceptions, reconciliations of accession number or MRN demographic issues within the PACS system
• Ensure that all calls, issues, and tasks are tracked in our CRM systems and driven to resolution
• Establish efficient work processes to achieve and maintain the highest possible professional standards in customer services to all clients
• Facilitate provider communication on critical patient findings for imaging procedures
• Facilitate provider to provider phone calls and collaboration
• Develop radiology application expertise as required to provide support to physicians, clinical staff, and support staff in the efficient use of Imagen applications and workflows
• Perform basic troubleshooting for internal software applications and clinician hardware
• Contribute to the development of knowledge base documentation
• Maintain strong communication with other team members regarding daily operations
• Demonstrate ownership and advocacy of client issues
• Maintain confidentiality of all data adhering to medical compliance policies and procedures
• Work closely with higher tiered team members to gain knowledge of internal applications and processes
• Attend weekly support team meetings for collaboration and updated process reviews
• Work to gain a solid understanding of the Radiology workflows and processes
• Suggest changes to management to improve workflows and customer service

Preferred Qualifications

• Recent healthcare experience with Electronic Medical records (EMR) system experience
• Understanding of medical and radiology terminology and service lines
• Experience working with radiology applications
• Ticketing System or CRM experience (Salesforce experience preferred)
• Hardware support and PC troubleshooting experience

Benefits

• Overtime
• Benefits